Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HVAC system from Alltek heating and cooling and had them install it in 2017. Since that time I have had multiple problems with the system. I have Alltek service techs come out twice a year to repair the system. Last year the warranty expired, so now I am paying service fees out of pocket. Currently the unit is covered in ice ( the side of the unit that is in the heated basement). So once again it will need service. I have talked to the owner who responded by telling me that "if you are not happy with our service feel free to call someone else " I spent almost 7 thousand dollars on this system and feel that It should work . I am 64 years old and am tired of dealing with this situation.

  

  Business response

  04/17/2023

  Hello,

   

  I have attached a letter of our response.

   

  **** *****

  Operations Mgr.

  Alltek Plumbing, Heating and AC

  

  Business response

  04/18/2023

  [BBB Transcription via Attachment]

  We are certainly sorry to hear that our long time customer has had another issue with the heat pump system as this also disappoints us.  Upon any visit to this home we have repaired things to our best ability by trained technicians and expected it would be the last visit for a much longer time than what has occurred. While the first two years of visits were due to very basic human mistakes such as a miss wire we did on the thermostat and then a clogged air filter causing a limit to shut it down.  This should have been changed by the homeowner as he does not have a service plan with us. The first significant issue was a leaking evaporator coil which occurred at year three.  While this is still not an expected issue until much later in its lifespan it was a manufacturer's defect that was beyond our control and something that does happen to any brand of equipment once in a while. We replaced the evaporator coil for them at no charge and under warranty as any good HVAC company would do. Then last year the outside defrost board failed which is again unfortunate but not of our doing.  We have seen this type of thing happen with every manufacturer as they are just not designed to last forever under all conditions. It would still be best for it not to have failed so soon, we agree, but it did and this equipment is even made by a long time, reputable manufacturer in the United States. 
  
  The unfortunate comment that was made by the owner is taken or presented out of context. Not that it was the best way to say it but things happen when in conversation. Our notes indicate that the homeowner wanted us to come out the same day that he called and it just happened to be a high demand day where we, like many other HVAC companies, were beyond booked up and this comment was in reaction to us not being able to get there right away and we were listening to complaining about how often we have had to go there so the owner was essentially telling him to call someone else if they need it done any differently or faster.  Unfortunately, for some, our industry is very weather driven as it is exactly when things fail and exactly when everyone wants you the same day. We can only do so much.
  
  We have always been honest with informing the customer what has happened even in the instance when it was our fault and we have always tried to get to his home at a convenient schedule for him. We have no hard feelings about his frustrations but do not feel that we are at fault.  We are doing our job when servicing the equipment and stand by the quality of it in general. The manufacturer has been around for a long time making these products and we have been in business many years providing great customer service. We agree that something is wrong again as it should not be covered in ice. This equipment actually still has a manufacturer's parts warranty until June 2027 however he is correct in that he would have to pay any labor charges going forward to any company that would work on his system.  This is standard procedure for any manufacturer's product and how any reputable service company handles equipment issues.
  
  We are willing to come do a free diagnosis to see what the problem actually is, provide parts if needed and provide a labor estimate for his consideration. 
  
  
  
  **** *****
  Operations Mgr
  Alltek Plumbing, Heating and AC

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